We are looking for a Dynamic Front Office Manager to ensure our clients feel welcomed and ensure a pleasant, comfortable stay at our hotel. What is the role of a FOM? FOM responsibilities include greeting clients as they arrive, coordinating their check-ins to assigned rooms and informing them about the hotel’s facilities. You will offer stellar customer service and provide memorable hospitality experiences for our guests. If you have previous hospitality experience and are familiar with hotel procedures, such as bookings, luggage collection, storage and check-in/check-out processes, and Brand Standards, we’d like to meet you. Our ideal candidates have a flair for communication, with the ability to resolve issues in a timely and accurate manner. Ultimately, you will manage guest services and our hotel’s image by answering guests’ requests and making sure our visitors are satisfied.

Responsibilities

• Provide upscale guest service experiences for clients throughout their stay
• Ensure clients are properly greeted upon their arrival
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Coordinate luggage collection and storage
• Oversee check-in and check-out procedures, including reservations and financial transactions
• Promptly address guests’ requests, like in-room dining
• Actively listen to and resolve complaints
• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Inform clients of our hotel services, including breakfast and dining options
• Promote all hotel amenities, conveniences and programs offered
• Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience
• Examine daily duties, assign tasks and check on progress
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
• Recommend local tourist spots, including places to dine, shop and sight-see
• Establish friendly relationships with regular hotel clients
• Train and mentor front desk employees

Skills

• Proven work experience as a Guest Service Agent, FOM, or similar role
• Understanding of all hotel best practices and relevant laws
• Hands-on experience with Hotel Management software (PMS)
• Proficiency in English; knowledge of other languages is a plus
• Customer service drive with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Ability to work flexible hours
• Strong sense of responsibility and a professional presentation
• Willing to train, friendly and outgoing with a "can do" attitude

Job Type: Full-time

Pay: From $11.00 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Overtime
• Weekend availability

Work Location: One location

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